IM for Online reference
? Training at point of need
? Information delivery at point of need
? Increase credibility & trust

Organization must accept this method of communication
What level of service do you provide
Does the audience understand what it can be used for?

(Can SJCPL use the power of IMs for quick “need to know” data etc?)

Personal portals:
SmartStreet (nice)
My Site
SharePoint

Customize their access
Power of a personal portal

Content Integration:
Just in time content
Ability to delivery just in time info in the context of workflow
Smart Tags in Word

Stephen Abram
Theme: It?s PEOPLE PEOPLE PEOPLE – not technology!

(Abrams always rocks my world with his insight and humor. He gets it!)

Workflow integration
IM is the future not ?letters? via email
5% of people over 30 have an IM account
DB info linked via Smart Tags in MS Office docs
Federated search..not having to know where to search anymore

Massive Archives
We will store everything, our IMs etc

Nomadic Use with multiple devices (wifi equipped PDA anyone?) (How are we serving our users who come in via WAP?)